Workplace Experience Director

JLL; Greater London; On-site; GBP 120,000 - 160,000; Full time

Job summary

JLL in London is seeking a Workplace Experience Director to provide strategic leadership and oversee transformative workplace initiatives across client accounts. The role focuses on aligning space, services and technology with client strategy, and requires exceptional leadership, communication, and stakeholder management at all levels including C-suite.

You will manage global programmes, develop roadmaps, measure impact with KPIs, and build high-performing teams across multi-site operations,

Qualifications

• Proven experience leading workplace experience programmes and initiatives.
• Strong ability to influence cross-functional teams and senior stakeholders.
• Demonstrated track record of delivering measurable outcomes in complex facilities environments.

Responsibilities

• Provide strategic leadership to align workplace transformation initiatives with client goals.
• Oversee global programmes with regional delivery teams to ensure successful delivery.
• Lead service excellence across all workplace touchpoints and technology strategies.
• Develop KPIs and use data insights to drive performance and ROI.
• Lead and develop multi-site teams and manage senior stakeholder relationships.

Skills

Strategic leadership

Programme management

Stakeholder management

Change management

Education

Bachelor's degree in a relevant field

Job description

Workplace Experience Director

JLL empowers you to shape a brighter way .

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

At JLL, our goal is to provide workplace experiences that will be long remembered by our clients. This leadership role provides the opportunity to combine your passion for service excellence, team development, and operational management to create hospitality-focused workplace environments. The role is client facing and requires exceptional leadership, customer service, presentation and communication skills across all levels of the business including the C-suite, VIPs, and client employees.

Job Summary

As our Workplace Experience Director, you will provide strategic leadership in executing transformative workplace experience initiatives that align with client's strategic workplace goals across your account portfolio. You ensure the delivery of unparalleled experiences to clients, employees, and visitors at every touchpoint across space, technology and services through comprehensive strategy development, operational excellence, and team leadership. This global leadership role requires exceptional relationship-building skills and the ability to influence across multiple workstreams, transforming strategic vision into actionable delivery plans whilst building productive and thriving workplace cultures. You will manage complex stakeholder relationships and drive measurable business outcomes that support organisational transformation and cultural change initiatives through exceptional team leadership and development.

Personal Profile

I am a transformational leader who executes strategic workplace initiatives that drive organisational success whilst delivering exceptional experiences across complex, multi-site operations. I develop high-performing cultures and empower cross-functional teams to achieve outstanding results through comprehensive programme management and stakeholder engagement. I translate strategic vision into operational reality whilst creating environments where both people and businesses flourish. I excel at managing transformative workplace programmes and building thriving workplace communities, delivering measurable outcomes that support organisational growth and cultural change through innovative leadership and strategic execution.

Key Responsibilities:

Strategic Leadership and Programme Management:

• Collaborate with account leadership and client stakeholders to align on workplace transformation vision and execute strategic initiatives
• Support creation and rollout of comprehensive Workplace Strategy to deliver agreed scope and deliverables
• Develop comprehensive year-on-year roadmaps and actionable business plans for transformative workplace programmes
• Lead global programme implementation whilst enabling regional teams to deliver workplace transformation initiatives
• Develop robust success metrics and KPIs to measure performance, operational effectiveness, and ROI
• Leverage data insights to enhance workplace transformation strategy whilst continuously innovating to foster productivity, wellbeing, and organisational growth

Operations and Service Excellence:

• Act as SME for Experience Services, providing strategic oversight to elevate service standards across all workplace touchpoints
• Lead experience strategy for workplace design and refurbishment projects, ensuring spaces support transformation objectives
• Create comprehensive experience strategy and journey mapping aligned with transformational workplace objectives
• Develop strategic partnerships with key vendors, service providers, and consultants to support workplace transformation programmes
• Drive workplace technology strategy and innovation initiatives that enhance employee experience
• Lead change management initiatives for workplace transformation projects, ensuring successful adoption and cultural integration

Team Leadership and Stakeholder Management:

• Lead and provide strategic direction to workplace professionals across multiple sites
• Develop team capabilities and leadership pipelines that support workplace transformation objectives
• Manage senior stakeholder relationships and cross-functional teams through exceptional communication and influence
• Drive cultural transformation initiatives that align team performance with organisational values and strategic workplace objectives

Performance Management and Communications:

• Implement measurement tools to evaluate programme success and capture employee sentiment
• Monitor KPIs, analyse data, and cr